Time for care - W Sussex practice managers conference

@robertvarnam
Time for care
@robertvarnam
Dr Robert Varnam
Head of General Practice Development
robert.varnam@nhs.net

So why are people talking about change?
It’s partly about the pressure we’re under
right now, and partly about the huge
opportunity to do something better. And,
for once, the same changes that would
help with one are also necessary for the
other.
Pressure Opportunity

www.england.nhs.uk @robertvarnam
Pressures on general
practice
↑ population
↑ consultations
↑ complexity
↑ costs
↓ relative funding
↓ relative workforce

At the heart of the case for change is not the workload of practices – important though that is – it is the needs of patients, and
they way they are changing. When the NHS was founded, its purpose was fairly simple. Every now and then, people got ill.
When they did, they consulted their doctor. If it was a straightforward problem, they would give a prescription, the person
would get better, return to work and, in a year or two, they might need the doctor again. If it was less straightforward, they
would be referred to a clever doctor – who would give a prescription or cut out the offending part. The patient would then get
better, return to work, and, in a year or two, they might become ill again.
That accounted for the majority of the anticipated work of the NHS. And, for some patients, that’s still the kind of care that’s
needed.
However, a growing proportion of our work is fundamentally different. This now seminal chart illustrates the central fact
underlying the quantitative and qualitative change in the work of primary care. It illustrates the rise in multimorbidity with age.
As people get older, they have more simultaneous longterm conditions. So that, by the age of 75, for example, at least a third
of people are living with four or more LTCs. And, as our demography changes, the proportion of older people increases.
Dealing with longterm conditions already accounts for over half of work in primary care. It is set to increase.
And, crucially, this represents a qualitative change in the nature of work. These are not people who visit the GP every year or
two to get cured of their problem. These are people with problems that we cannot cure – they are living with multiple issues
which will not go away, and they visit the GP six, seven, eight or more times a year. At least. Furthermore, the more
simultaneous problems someone has, or the greater their frailty, the less helpful it is to pass their care to a doctor specialising
in one part of the body. These people need treating as people, not diseases.
So the population of people who need what only primary care can offer has grown, the amount of time they need has grown –
and both are set to continue growing. This is the chief case for change in primary care, the pressure of patients’ needs.
This is not a blip requiring a short-term correction to the priorities of the NHS. It is a fundamental shift which requires every
developed nation on earth to turn away from what Muir Gray has termed the ‘century of the hospital’, and place the emphasis
where the population’s need is.
Scottish School of Primary Care
Why change?

It’s too easy to approach challenges just
by thinking we need more.
The NHS has a well established habit of
this – new initiatives, new challenges or
opportunities are usually met by us talking
about more. More money, more staff – or
both. And, we know that, in general
practice, we do need both more money
and more staff.
BUT – and it’s a big but – just doing more
of the same is simply not going to cut it
any longer.
Not just
more of the same

So why are people talking about change?
It’s partly about the pressure we’re under
right now, and partly about the huge
opportunity to do something better. And,
for once, the same changes that would
help with one are also necessary for the
other.
Pressure Opportunity

Wellbeing
‘Right access’
Holistic, proactive, coordinated care
Comprehensive, joined-up care for a registered population,
shaped around them in the community
Access
(experience, value & appropriateness)
Disjointedness, duplication, gaps
(experience, value & appropriateness)

@robertvarnam
www.nhsalliance.org/making-time-in-general-practice/

@robertvarnam
The study
Quantitative
• survey of practice managers (250)
• audit of GP consultations (5,128 with 56 GPs)
Qualitative
• interviews, focus groups, round table with NHS Providers
& GPs
Review & solutions
• steering group: BMA, RCGP, NAPC, NHS Alliance, FDA,
PMN

@robertvarnam
0% 5% 10% 15% 20% 25% 30%
Getting paid
Processing information
Keeping up to date
Reporting
Supporting patients
Most burdensome areas of bureaucracy

@robertvarnam
Self-rating by GPs
5,128 consultations

@robertvarnamNationally (149m GP appointments / year)

@robertvarnamTypical practice 6,700 patients (~28,000 GP appointments / year)

@robertvarnam
How?
National
support
Work differently
Organise
differently

#GPforwardview @robertvarnam
england.nhs.uk/gp

#timeforcare
How?
National
support
Work differently
Organise
differently

#timeforcare
10 high impact
actions
to release time for
care

www.england.nhs.uk #timeforcare
10 High Impact Actions

Provide patients with a first point of contact which directs them to the most appropriate source of help. Web
and app-based portals can provide self-help and self-management resources as well as signposting to the
most appropriate professional. Receptionists acting as care navigators can ensure the patient is booked with
the right person first time.
Online portal
Patients are given access to a web portal or mobile app. This can provide a number of services, including
booking or cancelling appointments, requesting repeat prescriptions, obtaining test results, submitting
patient-derived data (eg home blood pressure readings), obtaining self help advice, viewing education
materials and consulting a clinician.
Reception care navigation
Reception staff or volunteers are given training and access to information about services, in order to help
them direct patients to the most appropriate source of help or advice. This may include services in the
community as well as within the practice. This adds value for the patient and may reduce demand for GP
appointments

Introduce new communication methods for some consultations, such as phone and email. Where clinically appropriate, these can improve
continuity and convenience for the patient, and reduce clinical time per contact.
Phone
Use of the telephone for consultations is growing rapidly in general practice. Some practices have been offering this kind of consultation for ten
years or more, but interest has grown significantly since about 2012. From a starting point of treating phone contacts as brief triage encounters,
practices are increasingly recognising the feasibility and value of fully addressing the patient’s need in a single phone contact where appropriate.
Experienced consulters generally find phone consultations are half the length of face-to-face ones, and that approximately 75% of consultations
can be fully concluded on the phone. This releases GP time, reducing waiting times for patients, and making it easier to offer better continuity and
longer face-to-face appointments for patients who need it. Most practices implement phone consultations as part of other changes, for example
the introduction of active signposting and redesign of systems to create more productive workflows, particularly with a focus on matching capacity
with patterns of demand through the week.
E-consultations
Using a mobile app or online portal, patients can contact the GP. This may be a follow-up or a new consultation. The e-consultation system may
be largely passive, providing a means to pass on unstructured input from the patient, or include specific prompts in response to symptoms
described. It may offer advice about self care and other sources of help, as well as the option to send information to the GP for a response.
Text message
In addition to sending reminders, text messaging can be used for more interactive two-way communication between patients and their practice.
Systems exist to help automate this, allowing for quite sophisticated packages of education, reminders and support self-care.
Group consultations
For patients with longterm conditions, group consultations provide an efficient approach to building knowledge and confidence in managing the
condition, which includes a peer-led approach as well as expert input from professionals.

Maximise the use of appointment slots and improve continuity by reducing DNAs. Changes may include redesigning the appointment system,
encouraging patients to write appointment cards themselves, issuing appointment reminders by text message, and making it quick for patients to
cancel or rearrange an appointment.
Easy cancellation
Rapid access is provided for patients who wish to contact the practice to cancel an appointment. Common approaches include having a
dedicated phone number, a text message service and online cancellation functionality.
Appointment reminders
Patients are sent a text message to remind them about a forthcoming appointment. A reminder is included about how to cancel the appointment if
it is no longer wanted.
Patient-recorded bookings
Patients are asked to write their own appointment card for their next appointment, rather than having it done for them. This encourages recall,
reducing subsequent DNAs.In one study, practices found that switching from the nurse writing the appointment card for follow-up appointments
to having the patient do it reduced DNAs by 18% (http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3308641/). It seems this is beneficial partly
because the act of writing the appointment adds to the patient's ability to recall the details, and partly because it represents a more firm public
commitment to attend the appointment than passively receiving the appointment card. Psychological research consistently confirms the power of
publicly stated commitments to increase the likelihood that we will undertake an action.
Read-back
The patient is asked to repeat the details of the appointment back, to check they have remembered it correctly. If receptionists ask the patient to
repeat back to them the appointment date and time, the patient is more likely to attend the appointment. In one study, this simple addition to
receptionists' habit reduced DNAs by 3.5% (http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3308641/).
Report attendances
Publish information, for example in the practice waiting room, about the number or proportion of patients who do keep their appointment, with an
encouragement to cancel unwanted appointments. This is more effective than reporting the proportion who DNA.
Reduce 'just in case' booking
Creating an appointment system and booking experience which is straightforward and responsive, giving patients confidence that they will be
able to obtain help when they need it. This can reduce booking of appointments a long way in advance, which is associated with a much higher
DNA rate.

Consider broadening the workforce, to reduce demand for GP time and connect the patient more directly with the most appropriate professional.
This may include training a senior nurse to provide a minor illness service, employing a community pharmacist or providing direct access to
physiotherapy, counselling or welfare rights advice.
Minor illness nurses
A nurse with additional training in diagnosis, management and prescribing, provides a service for people with minor ailments. Patients are
directed to the service by an active front end, such as a mobile app, online portal or a triage protocol operated by receptionists. This ensures that
only clinically appropriate problems are seen in the minor ailments service.
Practice pharmacists
A pharmacist works in the practice as an integral part of the team. They may perform a wide range of duties, including service audit and
improvement, longterm condition medications management, discharge medication reconciliation, medicines use reviews and minor ailments
clinics. Additional training in diagnosis, management and prescribing may be necessary for some of these.
Direct access therapists
The practice has access to book patients directly into appointments with a physiotherapist or mental health practitioner for patients presenting
with a defined range of problems. This avoids delays created by a referral system and, with an appropriate Active signposting, can also avoid the
need for a GP consultation, with triage by the online system or receptionist.
Physician associates
Graduates with a science degree undertake a two year training programme to develop skills in diagnosis, investigation and clinical management.
Physician associates then work under the direct supervision of a doctor.
Medical assistants
A member of clerical staff in the practice is given additional training and relevant protocols in order to support the GP in clinical administration
tasks. These may include tasks such as processing incoming hospital correspondence, ordering tests, chasing results and outpatient referrals,
liaising with other providers and explaining care processes to patients. In some practices, the medical assistant works very closely with the GP,
sitting alongside them during telephone clinics.
Paramedics
An emergency practitioner is attached to a practice or group of practices. They undertake urgent home visits, supported by full access to the GP
record and rapid access to the patient's practice in order to discuss cases with a GP. They may also be involved in seeing patients with acute
illness attending the practice, including those with minor injuries.

Introduce new ways of working which enable staff to work smarter, not just harder. These can reduce wasted time, reduce queues, ensure more
problems are dealt with first time and that uncomplicated follow-ups are less reliant on GPs consultations.
Match capacity with demand
Appointment systems and staff rotas are designed in order to ensure sufficient capacity is available to match patterns of demand as they vary
through the week and the year. This requires an ongoing system of measuring demand and adjusting capacity accordingly. It may also involve
scheduling routine work (eg annual reviews and clinical audit) for less busy times of the year. The benefits are a reduction in delays for
appointments, less stress for staff and patients, and better access.
Efficient processes
The application of Lean principles to measure, understand and improve common processes in the practice, in order to reduce waste and errors.
Typical targets include clinical follow-up protocols, processing of letters and test results, requests from patients, staff messages and team
decision making. Staff themselves often have a wealth of ideas about ways in which processes could be improved to release time. Practices who
take a systematic approach to identifying and testing these generally find that this improves care for patients as well as freeing staff time for other
things. The use of pre-prepared plans for managing common simple follow-up processes can improve their reliability and efficiency, freeing GP
time. Common examples include management of hypertension, monitoring of tests after the initiation of new medication, and adjustment of
medication doses to reach a target.
Productive environment
The physical layout within the practice is assessed for its effect on staff's productivity, and improvements are introduced which reduce wasted
time. The Lean technique of 5S is the best known approach for doing this. Additionally, work can be undertaken to ensure that staff can access
information needed to support their work quickly. This reduces time spent searching for information and can improve patient safety as well.

Staff are the most valuable resource in the NHS. We have a duty to nurture them as well as providing resources and training to ensure they are
able to work in the most efficient way possible. This may include improving the environment, reducing waste in routine processes, streamlining
information systems and enhancing skills such as reading and typing speed.
Personal resilience
Supporting staff to be happy and productive in their work through the way they respond to pressure. The maintenance of an engaged
organisational culture through deliberate leadership of the team and systems can have a significant impact on resilience and productivity. A wide
range of activities may help build staff resilience, including training, mentoring and peer support schemes, as well as more intensive support for
staff experiencing difficulties.
Computer confidence
Provision of initial and ongoing support to staff to ensure they are able to make the best and most efficient use of practice computer systems.
Specific opportunities may be created for staff to discuss their use of systems and to share tips, or this may feature as part of other team
sessions.
Touch typing & speed reading
Training for staff in typing and reading at speed. This frees staff time, and reduces frustration and distraction, making it easier to devote attention
to other things.

For a number of years, practices have been exploring the benefits of working and collaborating at greater scale. This offers benefits in terms of
improved organisational resilience and efficiency, and is essential for implementing many recent innovations in access and enhanced longterm
conditions care. Increasing the scale of operations beyond the traditional small practice team requires considerable planning and leadership, as
well as attention to the need to maintain the personal aspects of care which are the bedrock of effective primary care for many patients.
The productive federation
A growing number of practices are entering into collaborative arrangements with others. These collaborations take a variety of forms and legal
underpinnings, ranging from loose networks to tightly integrated federations. Historically, much of the drive behind collaboration has been a
desire to win contracts for services such as minor surgery, community dermatology or outpatient monitoring. Some collaborations were originally
established with a less clearly defined purpose of protecting practices from commercial competition or difficult financial circumstances. These
networks and federations do not necessarily provide a platform for service provision at scale or for supporting practices to improve quality or
innovate in core services. With commissioners increasingly looking to procure innovative at-scale primary care from GP federations, many are
rethinking their purpose, and developing more comprehensive approaches to their functions, processes and capabilities.
In addition to creating new possibilities for service development, working at scale offers benefits for practices through sharing resources and
releasing capacity. Increasingly, collaboration and mergers are being used to achieve efficiencies in purchasing, development of policies,
administration, staff pooling, human resources and continuous professional development.
Specialists
Developing closer and more seamless collaboration with specialist colleagues. This may involve new protocols and processes for sharing care,
clarifying responsibilities for different parts of the patient journey and reducing gaps and duplication. Direct access to advice is increasingly being
provided, to reduce the need for some patients to be referred out of primary care. Specialists may also be brought into more community-facing
roles, providing training, advice and care outside hospital. These measures have clear benefits for patients as well as general practices.
Community pharmacy
Community pharmacies provide a wide range of expert advice about episodic and ongoing needs. A growing number of GP practices are building
closer collaboration with their community pharmacies, particularly in the areas of minor illness and medication reviews.
Community services
Form new collaborative relationships with community service providers. This offers the potential to provide more joined-up care for patients,
especially those with longterm conditions, where fragmentation of services is common and impacts on the safety, effectiveness, efficiency and
experience of care.

Referral and signposting to services which increase wellbeing and independence. These are non-medical activities, advice, advocacy and
support, and are often provided by voluntary and community sector organisations or local authorities. Examples include leisure and social
community activities, befriending, carer respite, dementia support, housing, debt management and benefits advice, one to one specialist
advocacy and support, employment support and sensory impairment services. The service may operate quite separately from the GP practice,
accepting referrals in the same way as other providers, or there may be closer integration within the practice team, for example through team
meetings or locating peer coaches or service navigators within the team.
Practice based navigators
Volunteers or staff members are attached to a GP practice, to provide a source of expertise about local voluntary and community sector services.
They will often meet directly with patients and carers, identifying needs and opportunities, and supporting them to engage with services.
External service
Practices have access to a service run by another organisation, such as a council of voluntary sector agencies, who can signpost patients and
carers to sources of support in the local community. They will take referrals from the practice, and will usually also provide support directly to local
residents without referral.

Take every opportunity to support people to play a greater role in their own health and care. This begins before the consultation, with methods of
signposting patients to sources of information, advice and support in the community. Common examples include patient information websites,
community pharmacies and patient support groups. For people with longterm conditions, this involves working in partnership to understand
patients' mental and social needs as well as physical. Many patients will benefit from training in managing their condition, as well as connections
to care and support services in the community.
Prevention
Some practices are fostering links with their local community and launching new programmes to improve population health and prevent disease.
This spans a range of activities, including health education, promoting healthy eating and physical activity, and influencing other aspects of public
health. A common feature is a focus on communities helping themselves, with statutory services providing support.
Patient online
Technology changes are enabling patients to access their personal record online, through web portals and a growing number of health apps for
mobile phones. This makes common transactions such as ordering a repeat prescription quicker for the patient and for practice staff. It also
allows patients to become better informed about their health and care, and to play a more active role. With explanation and support, patients and
their carers are able to check test results, the progress of investigations and referrals, read and share their care plan, and enter details of home
monitoring, such as blood pressure, weight, and sugar tests. As well as being popular with patients, GP practices are reporting a reduction in
workload as a result of patients using these online services.
Acute episodes
Practices are increasingly involved in supporting patients with minor ailments to care for themselves. This often includes providing advice and
signposting to services provided by community pharmacy. Education also plays a part, with growing numbers of practies contributing to efforts to
teach people about the best ways to seek help when ill. This often begins with engagement in local primary schools.
Longterm conditions
For people with longterm conditions, a more proactive approach to care is being adopted, alongside a focused effort to help people play a more
active role in monitoring and managing their condition. Initiatives include supporting people to access their full medical record online, the use of
health coaching in clinical consultations and the provision of training and support in the community, aiming to build the knowledge, skills and
confidence for patients and carers to manage their condition. This builds patients’ own assets and quality of life, as well as reducing their
dependence on services such as the general practice.

General practice faces important challenges and opportunities. There is growing agreement that widespread change is needed. These present an
unprecedented change leadership challenge for clinicians and managers.
Although many of the high impact actions to release capacity can be described easily, implementing them is often a complex challenge of service
redesign and leadership. This is particularly true when using these changes to achieve other goals such as improving access or introducing
enhanced models of care.
Other sectors have benefitted from support to build capabilities for management, leadership and service redesign, allowing more rapid innovation
adoption and improvements in patient experience, safety, quality and productivity. However, general practice has not seen similar investment,
and it is ill-prepared to use many quality improvement, management and leadership practices which are taken for granted elsewhere.
Develop a specialist team of facilitators to support service redesign and continuous quality improvement. Such a team will enable faster and more
sustainable progress to be made on the other nine high impact changes. The team could be based in a CCG or federation. They should ideally
include clinicians and managers, and have skills in leading change, using recognised improvement tools such as Lean, PDSA and SPC, and
coaching GP practice teams. All of these will help practices to work smarter rather than harder, and to more rapidly introduce new ways of
working.
Local commissioners, academic and training bodies are asked to consider what they could do to support the development of capacity and
capability for leading change and redesigning services in general practice.
Facilitated change
One popular approach to building your team’s capabilities for service redesign is to undertake a programme of change with external facilitiation.
This approach to ‘learning while doing’ focuses chiefly on the change project, often addressing something like the appointments system or repeat
prescription handling. External expertise is used to guide the planning and delivery, and they provide coaching for the team and leaders through
the process. The secondary aim is to build confidence in using the relevant redesign methods, thus leaving a legacy of increased capability for
the future.
It is worth taking care to choose an external coach or team who will help you address a high profile need in the practice as well as build your
intrinsic capabilities for the future. Purchasing external support that does not leave a legacy can end up being very costly.
Capability building
Another approach is to focus chiefly on training and coaching to develop the awareness and skills of an individual of team. This provides them
with a thorough understanding of a range of approaches to leading change, the reasons why they work and how to apply them in different
situations. For busy primary care staff it is usually best to apply a learn-while-doing approach to training like this, as few people are interested in
committing to a more academic learning experience. Action learning with expert coaching and personal study can help develop capabilities for
the future at the same time as accelerating the implementation of a live change project.

bit.ly/gpcapacityforum

What size ?
What structure &
legal entity?
We’re a
federation.
What now?
Prime Minister’s GP Access Fund: 2,500 practices
New care models vanguards: 1,023 practices

Clarity
Commitment
Agility
Alignment
Priorities
Partnerships
2 300+
We need
the best of
both worlds

What size ?
What structure &
legal entity?
We’re a
federation.
What now?

Association
Network
Federation
Partnership
Superpractice

• staff pooling
• shared training
• common policies &
procedures
• new specialist input
e.g. Wakefield, S Cotswolds, Richmond

What size ?
What structure &
legal entity?
We’re a
federation.
What now??

Purpose > function > formPurpose > function > formPurpose > function > formPurpose > function > formPurpose > function > formPurpose > function > formPurpose > function > formPurpose > function > form

What shall we
achieve?
Who is ‘us’?
What capabilities
will we need?
What ways of
working will
serve us best?
How should we
lead?
What
infrastructure
will support us?

Leadership
Creating shared
purpose
Strategic
planning &
partnerships
Leading through
change
Being a leader
Improvement
Patients as
partners
Process design
Using data for
improvement
Rapid cycle
change
Business
Team leadership
Operations
management
H R
I T
At-scale
working
Governance
Contracts
Workforce
Business
intelligence
Capabilities for the future
Interdependent capabilities for leaders & organisations

 Pick something to achieve
 Do it together
 Build relationships & capabilities as you go
 Build structures & contracts to sustain new things
So …?

 Pick something to achieve
 Do it together
 Build relationships & capabilities as you go
 Build structures & contracts to sustain new things
So …?
robert.varnam@nhs.net

Time for care - W Sussex practice managers conference

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